QA Coach: Elevate Agent Excellence & CX

HelloFresh; Manila; On-site; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Competitive compensation

Mental health support

Annual learning budget

Growth opportunities

Diverse, global team

Job summary

HelloConnect in Taguig City is seeking a QA Coach to monitor quality across client campaigns and drive customer satisfaction. You will analyze agent interactions, provide feedback, and collaborate with the Learning & Development team to ensure coaching excellence.

As part of the team, you will develop QA scorecards, run calibration sessions, and compile reports that identify trends, gaps, and opportunities for process improvement across campaigns.

Qualifications

• Exceptional attention to detail and ability to identify subtle quality and customer experience issues.
• Ability to coach and influence behavioural change across multiple campaigns.
• Strong written and verbal communication skills and the ability to present findings to stakeholders.

Responsibilities

• Evaluate agent interactions across campaigns to ensure quality and consistency.
• Provide quality scores and feedback to support coaching and development.
• Develop and implement QA strategies to enhance customer service experiences.
• Maintain QA evaluations, coaching activities, and performance improvements.
• Produce regular quality reports highlighting trends, failure drivers, and coaching effectiveness.

Skills

Quality monitoring

Coaching

Data analysis

Customer experience

Cross-functional collaboration

Communication

Tools

Google Workspace

Google Sheets

Google Docs

Google Slides

Gemini AI tools

Job description

HelloConnect in Taguig City is seeking a QA Coach to monitor quality across client campaigns and drive customer satisfaction. You will analyze agent interactions, provide feedback, and collaborate with the Learning & Development team to ensure coaching excellence.

As part of the team, you will develop QA scorecards, run calibration sessions, and compile reports that identify trends, gaps, and opportunities for process improvement across campaigns.